Customer Service Done Right
Are you a stickler for receiving top notch customer service? Do you routinely “come through” as a provider of exemplary services to your customers? If you answered “yes” to both questions, then chances are you have been greatly disappointed at one time or another regarding the service you received from a salesperson, an internet hosting company, a hair stylist, or any one of thousands of different service providers. Frankly, customer service in many areas — retail, for one — isn’t what it used to be. However, where there is poor customer service there is also a great opportunity. Read on and I will explain.
Service That Goes Beyond Expectations
Let’s say you are in a field that routinely provides so-so service to customers. It could be that customer expectations are low and no one expects top notch service. Maybe most customers are simply “price sensitive” and could care less about how fast or how well you deliver. However, you can bet that there are a percentage of customers out there who appreciate service that goes above and beyond the industry standard. These same customers typically will pay a little extra for service that really serves them. If you can tap into this customer base, you can create a niche, raise your prices, and make more money in the long run.
Providing A Bit More To Make More
Depending on your industry, you could command a price premium of 10-25% over the average provider. That may not sound like a lot, but it could spell the difference between eating hamburger or eating steak. I don’t know about you, but I would prefer eating steak!
Working Hard Pays Off
Naturally, providing a high level of customer service means you will have to break a sweat. You may have to happily redo [its all in the attitude, baby!] or improve on an existing project in order to satisfy a good paying customer. This is what sets you apart from the pack.
Settling For Average
If you are satisfied with the “status quo” then that’s okay too. Just don’t expect to have customers beat down your doors with work.
At least the better customers will not!
This article originally appeared on this blog in April 2006. It was modified slightly and pushed forward for your reading enjoyment.
Excellent article. I know I have been disappointed several times by company customer service reps.
I have two golf sites, http://www.golfblogger.co.uk and http://www.golfbargains4u.co.uk and I am looking for constructive feedback/ your opinions from around the globe to enable me to be customer focussed & hit the right spot.
I’d value your feedback, thanks
Best Regards & Kindest Wishes
Graham
Customer Service Done Right…
Are you a stickler for receiving top notch customer service? Do you routinely “come through” as a provider of exemplary services to your customers? If you answered “yes” to both questions, then chances are you have been greatly disappointed at …
I can’t agree more.
In the business of creating and getting customers, what’s matter is relationship and the business from the backend. Customer service is a great part of the equation to continually get more businesses and referrals from existing customer base.
I think customer satisfaction is the difference between the expectation a customer has and the actual experience. Thus in order to generate customer satisfaction you have to provide a bit more service than the rest of your competitors. So you should analyse what is common practice in your field and then think about what kinda service your customers would appreciate in addition - even if it is only to be more friendly.
Niche: You got a good point — what is done behind the scenes is very important from following through to completing the job on time.
Peter: I like to meet my customers’ expectations and then exceed them in one or two areas. Getting a job done ahead of schedule (and done correctly) is one my strong suits as is going the extra mile, particularly when it comes to internet marketing. Being friendly is part of that mix too.
Good post. Management in every company needs to read and follow your ideas.
Thanks for reminding me about the importance of good customer service. I think sometimes we take our customers for granted, but without them, we would not be here. (I know this sounds very cliche’, but it is so true.)